Guest Services Manager at Bousquet Mountain
Company: Bousquet Mountain
Location: Pittsfield
Posted on: July 31, 2022
Job Description:
Job DescriptionBousquet Mountain in Pittsfield, MA is looking
for a Guest Services Manager to join our team! Job Summary: The
Guest Services Manager handles all aspects of Bousquet Mountain's
customer service, sales, and ticketing. This position is
responsible for daily sales, group bookings, reservations, customer
relationships, and helping to uphold and strengthen Bousquet's
commitment to providing consistently excellent customer service.
Responsibilities include hiring and management of staff, group
sales, reservations, and sales and booking platform management.
This position is responsible for both group and individual sales
inquiries, overseeing group events, and the development of new
business on a year-round basis. Responsibilities vary seasonally.
Essential Duties and Responsibilities:
- Promote positive interactions and experiences for our
guests
- Oversee process for phone and online reservations
- Oversee sales and guest relations at ticket windows and guest
services kiosk
- Manage process for online and in-person sales of products
- Assure timely payment for sales and/or reservations made
- Investigate and resolve guest complaints and follow through to
completion
- Assist all departments and managers with their guest services
needs
- Maintain proper inventory of RFIDs, tubing tickets, receipt
printer tape, and other materials needed for smooth operations
- Monitor website for accuracy and coordinate updates as
needed
- Ensure daily telephone greeting and website information is
current and accurate and update as needed
- Supervise and provide guidance to ticketing staff
- Monitor staff performance for handling guest questions, sales,
e-mails & calls
- Assign staff duties and responsibilities for all customer
service positions
- Participate in staffing responsibilities with other managers;
including hiring, training, scheduling, and terminating
- Promote teamwork and a positive attitude among ticketing staff
and maintain a clean, safe, and supportive office environment
- Manage employee attendance, sick days, tardiness, and time off
requests
- Report any needed PC, phone or equipment repair or facility
maintenance
- Work with groups and others with special needs to establish
pricing, provide all necessary paperwork, and communicate any
unusual logistical needs to managers
- Reach out to local hotels , corporate groups and schools with
program information
- Assist with developing the daily mountain schedule of lessons,
schools groups, events, etc.
- Communicate with staff, guests, and vendors via telephone,
email, and in-person
- Maintain electronic filing system (data entry, record
maintenance, scanning documents, etc.)
- Create/maintain office manual, daily office checklist, and
document best practices
- Assist in opening and/or closing of the facility at the
beginning and/or ending of each day as needed
- Book, coordinate and fulfill winter group bookings for schools,
community groups and corporate entities
- Coordinate bulk and consignment ticket programs with local
lodging properties and ski shops including account
reconciliation
- Coordinate with Centerplate events staff for all events,
weddings and other social functions
- Ensure timely payment for groups and functions
- Perform other tasks as assigned Qualifications:
- Skilled in providing outstanding customer service
- Specialist knowledge of all resort activities
- Able to prioritize duties and manage time effectively
- Prior experience in outdoor resort industry preferred
- Proficiency in all aspects of Microsoft 365 and the ability to
become proficient in multiple software systems
- Knowledge of various POS systems, reservation and phone
systems
- Prior supervisor or manager experience required
- Strong writing skills
- Experience in marketing
- Knowledge of alpine racing
- High energy and stamina required Requirements:
- Physical: Must be able to stand, sit, and work at a keyboard
for long periods of time
- Schedule: This is a full-time, year-round position, ours
include weekends & holidays
- Minimum Age: Applicants must be at least age 18
- Education: College degree or equivalent
- Communication: Ability to speak, read, and communicate clearly
in English, excellent communication skills via telephone, email,
and in-person Please note that you must submit a resume.You may
submit it either during the Homebase application process, or email
it to: jessica@bousquetmountain.com Available shifts and
compensation: We have available shifts all days of the week.
Compensation depends on your experience.By applying to this job,
you agree to receive periodic text messages from this employer and
Homebase about your pending job application. Opt out anytime. Msg &
data rates may apply.
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Keywords: Bousquet Mountain, Pittsfield , Guest Services Manager at Bousquet Mountain, Executive , Pittsfield, Massachusetts
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